The project was first initiated by VGA’s largest customer: they wanted more control over the process of submission and management of claims, related expertise, repairs and management information like financials and root cause analyses on claims. These requests are not uncommon in the insurance industry. In addition VGA felt an urgent need to redesign their internal processes: VGA’s claims handlers spent most of their time duplicating data from emails and phone conversations in various internal systems. They lost a lot of time recovering information after progress requests from their customers, like searching through mailboxes. Highly educated claims handlers where not using their skills to the fullest and work pressure was high, without the fulfilment of actual personal contact with customers (other than answering administration related questions). VGA’s previous systems did not have a customer portal or management information features. In VGA’s search on the market, they concluded that their needs could not be covered by of-the-shelf products.
Business Need: The project was first initiated by VGA’s largest customer: they wanted more control over the process of submission and management of claims, related expertise, repairs and management information like financials and root cause analyses on claims. These requests are not uncommon in the insurance industry. In addition VGA felt an urgent need to redesign their internal processes: VGA’s claims handlers spent most of their time duplicating data from emails and phone conversations in various internal systems. They lost a lot of time recovering information after progress requests from their customers, like searching through mailboxes. Highly educated claims handlers where not using their skills to the fullest and work pressure was high, without the fulfilment of actual personal contact with customers (other than answering administration related questions). VGA’s previous systems did not have a customer portal or management information features. In VGA’s search on the market, they concluded that their needs could not be covered by of-the-shelf products.
Solution: A flexible and custom made claims portal that is both used internally at VGA and by VGA’s customers for incident and claims management was created . 80% of claims handled by VGA now enters the systems automatically. Customers use the system to also record non-insurance incidents to have a single version of the truth. The system handles the entire process of reporting damages to repairs, which minimized the “down time” of expensive city properties. The system also collects accurate data that in turn leads to reliable financial forecasting and calculations, which is key in insurance and something that in the past required a lot of manual work and supervision. The solution is unique in its kind and other similar companies like VGA have shown their interest in the system. Using input from their customers and internal claims handlers, new features are developed in bi-monthly new feature sprints.
Results: The entire process from start to finish is automated and in (VGA) customer control. Customers have full reporting capabilities on running and past claims and root cause analyses (e.g. unsafe crossings). Digital files containing all correspondence and financials, with custom security. Claims handlers evolved from an administrative role to a professional claims handler role. Some business value points: >80% of claims now come through the portal by customer input instead of by email and then manual duplication by claims handlers. Personal contact is limited to the cases that actually need personal attention (meaning, more time for the personal touch) 9 months to onboard all internal claim handlers, onboarding of customers in the weeks after Integrations with: ANVA (policy and financial system), Extranet (ANVA export to database) via .NET REST API built by Bizzomate, DDi for document and e-mail archive (DMS), Complete email messaging system for both outbound and inbound e-mails. Multi factor authentication with access profiles. Migrated the entire history of existing claims, making sure the claimhandlers can work from one system. Document generation. All claim processes are orchestrated with processes.